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Adam

Joined Dec 13, 2021

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Last activity Apr 29, 2024

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ACTIVITY OVERVIEW

Latest activity by Adam

Adam commented,

CommentCustom data

Hi Ashwin Raju - I was just wondering if there was any update on enabling custom objects visibilty - is this still planned for Q3?  The new dynamic filtering is working really well, we just need to be able to present this to end users now rather than limiting to agents!

 

Thanks,

 

Adam

View comment · Posted Apr 29, 2024 · Adam

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Adam commented,

CommentCustom data

Hi Ashwin,
1. There is not necessarily for us a requirement to see the details of the contract, just that they can see the reference associated to that contract, or the ID, it does not necessarily matter.
2. This would be of concern to us - if we were to use a reference for the contract (essentially the end customer name) - we would not want other customers being able to access this data of what other customers are doing if that makes sense. We could make this non-friendly by using a unique reference number which would not mean anything to another user, but it is far from ideal and would prefer not to do this.

Regarding the dynamic filtering - I have seen we have it live on our account and have tested it and it works exactly as required (I can now select from my list of contracts for the users organisation) - all we need now is the ability to include that field on the guide help center forms and we will have everything we need!

View comment · Edited Mar 25, 2024 · Adam

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Adam commented,

CommentCustom data

Thanks Ashwin Raju - I will check back regarding that, as that is the most important functionality for us - I hope the use-case makes sense, we really need our users to be able to select from their list of contracts when submitting tickets, right now its very laborious needing them to manually input a contract ID.  Looking forward to it!

 

View comment · Posted Mar 12, 2024 · Adam

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Adam commented,

CommentCustom data

Hi Ashwin Raju thanks for coming back to me.  Very interested in dynamic filters, do you have more information on it?  Happy to wait until its ready if it will be launched soon.

Regarding the ability to enable lookup fields on the guide help center forms, this will be huge for us - do you have any rough eta when this functionality will be available?

View comment · Posted Mar 12, 2024 · Adam

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Adam commented,

CommentCustom data

Hi,

I hope you can help with what i want to achieve.  We operate a B2B model whereby our customers (organisations) have their own set of customers that they resell our product to.  What i want to be able to do is create a custom object of "Deployments" and associate it to organisations.  This i have been able to achieve with custom objects no problem.

What i want to be able to do, is then create a ticket field that allows the users to select from a list of their "Deployments" when submitting a ticket.

I assumed i needed to create a ticket lookup relationship field on my "Deployments" object, which i can do but there are two issues:

  1. There is no filter to be able to say "only show records for the organisation of the ticket" - it shows me a list of all records, no matter who the organisation associated to the ticket is
  2. Lookup relationship fields are not viewable from guide for an end user submitting a ticket - this is a huge missed opportunity to add contextual data to a customer submitting a ticket

Is there any way I can achieve the workflow I am describing with custom objects?

View comment · Posted Mar 12, 2024 · Adam

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Adam commented,

CommentUsing themes and customizing your Help Center

Tetiana Gron

Hi everyone,

Some of you mentioned that custom pages you created didn't exist. Custom pages is an Enterprise feature. If you have Guide Professional you can still create and preview custom pages. If you want to have custom pages as part of your help center, you'll need to have Guide Enterprise. 

This is so infuriating.  We are a small business and was hoping to use custom pages in our HC to get around some of the limitations of the guide, namely being able to display custom content for our logged in users such as their purchase history of custom objects.  Unfortunately we have no need for 90% of the enterprise features and simply cannot warrant doubling the cost of our instance to move from Growth to Enterprise just to enable this.  Our only choice now would be to try and hack this with articles but its certainly not as nice...

View comment · Posted Feb 14, 2023 · Adam

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Adam commented,

CommentTicket customization

Dane

Just to give my feedback. To take this great new feature to the next level in my opinion the following would be amazing and I think all have been mentioned:

  • Ability to restrict custom status to certain forms
  • Ability to re-oder custom status
  • Ability to change colour of custom status

This in addition to my previous comment about being able to group ticket views by status (and not status category) would provide an absolutely amazing ability to customise our solution for our agents and customers.

Thanks for listening and delivering great new features!

View comment · Posted Jan 30, 2023 · Adam

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Adam commented,

CommentTicket customization

Couldn’t agree more about being able to link custom statuses to specific forms. Would be a game changer for our use case as well…

View comment · Posted Jan 26, 2023 · Adam

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Adam commented,

CommentTicket customization

Thanks Colleen Hall I see the ticket and will await their response.  Seems like an obvious omission considering you can group on any custom field you like...

View comment · Posted Jan 26, 2023 · Adam

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Adam commented,

CommentTicket customization

Hi Colleen, thanks for your reply. I was aware of creating views based on this, but what I was specifically asking about was being able to group an existing view by the custom status. As far as I can tell, this hasn’t been added, and we only have the option to group by status category…

View comment · Posted Jan 25, 2023 · Adam

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